Contact Center Senior Engineer

**ABOUT US**:
Cigna healthcare is a global health service company with roots in the US, serving more than 180 million customers and patients throughout the world. We deliver quality health care through choice, predictability, affordability and through integrated capabilities and connected, personalized solutions that advance whole person health.

Cigna’s mission is to help our customers improve their health, well-being and sense of security by providing access to care. With our whole health approach, we’re focused on addressing health concerns, improving resilience, reducing stress levels and emotional health issues. Our employer promise is to remain steadfast in our commitment to fostering growth and improving lives by offering meaningful work within a positive, inclusive culture that prioritizes our colleagues. We champion teamwork and collaboration and empower our people with cutting-edge technology to drive efficiency and amplify their impact in everything we do. Together we strive to create an environment where every individual thrives and contributes to meaningful change”

**YOUR**JOB**

Cigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.

**MAIN REPONSABILITIES**:

- Provide Level 3 support on technical issues related to all Voice and Contact Centre components.
- Monitor performance, ensure availability, maintain documentation of systems and processes.
- Contact suppliers to ask for new services or to open tickets in case of non-resoluble issues. Keep on pushing on suppliers until issues are solved or new services are delivered.
- Be in continuous contact with internal customer to know and prioritize both new needs and ongoing issues. Have a good knowledge of the current configured services.
- Participate in new voice services deployments colleting the needs and helping to look for the best voice resources to implement them.
- Configure and Maintain:

- Contact Centre users, stations, agents, skills, and ad-hoc reports.
- SIP trunks, routing strategies, policies
- Recording solution including quality management, Speech Analytics and Workforce Management.
- Develop IVRs to automate self-services or to look for the best agent to route the calls by connecting IVR to CRM, ASR (speech recognition) or TTS (text to speech) systems as well as to Internal Databases.

**SKILLS AND KNOWLEDGE NEEDED**:

- Educated to a degree level or equivalent
- Experience Managing Voice, CTI and Contact Centre solutions.
- Experience working with the business workforce team and with 3rd party suppliers. Good skills of English will be needed as well as good Teamwork skills.
- Great ability in problem resolution but also in looking for improvements or configuration changes that permit avoid future issues.

**Required**:

- Good knowledge on AVAYA and CTI Contact Center solutions. Experience with Genesys Cloud and Cisco Webex Contact Center will be specially valued. Certifications in those products will be valued.
- VoIP Protocols: SIP, SDP, RTP and all the different secure versions.
- Used to work with certificated to deploy secure sip-trunks. Deep experience using Wireshark to analyze SIP signaling and RTP voice issues.
- Experience developing IVR scripts to play menus, collect digits, connect to databases or to CRMs to offer self-services or to route the call to the best available agent.
- Good knowledges of SQL queries, BI, Call History, CDR, etc.
- Be part of an on call rota for out of hours support on a minimum 1 week in 3 basis

**Desired**:

- Experience configuring Speech Analytics campaigns and modifying them to get better results.
- Experience configuring TTS / ASR solutions.
- Experience integrating Contact Centre solution with Biometrics or natural language systems.
- Knowledge of Video Conference Devices

**WHAT WE OFFER**:

- Permanent contract.
- Working hours: Monday to Thursday 9.00 to 18.15 and Friday 9.00 to 14.45.
- Multicultural working environment with Hybrid working.Enjoy working from the comfort of your home 3 days per week and 2 days from our Madrid office.
- Social Benefits: Private Medical Insurance, Pharmacy Insurance, Dental Insurance, Vision Insurance, Life Insurance, Educational Development Program, Allowances and so on.

**About Cigna Healthcare**

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
- Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not li